Order Fulfillment Specialist
Pay Rate: $26/hr (paid weekly)
Location: 9115 Hague Road, Indianapolis, 46256 (hybrid)
Schedule: Monday - Friday 8am - 5pm
2 year contract to permanent hire
Job Description:
Order Fulfillment is responsible for successful order to delivery experience for hospital, clinic, lab customers. The Order Fulfillment Specialist answers customer order inquiries via phone and email. This includes but is not limited to analyzing/troubleshooting problems with non-functioning products and/or services or orders, pricing, invoicing, logistics, etc. An Order Fulfillment Specialist is required to identify problem areas and recommends corrective solutions while resolving inquiries.
It is important for an OF Specialist to know and apply the fundamental concepts, practices and procedures of the particular field of specialization. Work is varied and may be challenging. The role requires some evaluation, originality, ingenuity, and resiliency paired with great change management skills and the desire to improve every day. The ability to learn quickly and be resourceful is important as an OF Specialist. Technological proficiency and verbal and written communication skills are essential to being successful. Most communication is via phone and email while order placement and review is accomplished through SAP and Salesforce systems. The OF Specialist contributes independently and with a team towards a program or department goal or service. There is ample Interfacing with internal customers and departments to identify resolutions to inquiries and solutions to concerns.
Job functions:
Respond to customer inquiries concerning orders from inception to delivery including,
nticipating any problems, concerns and rectifying proactively. Submitting order replacement, return, credit, debit, and order change actions is a common function of the role. Processes may differ by nuance and are documented under procedural guidelines.
•Provide specialized support in specific customer functions which also requires
troubleshooting problems and identifying solutions. Independently applying subject matter
expertise to track, analyst, report, and apply the most appropriate course of action.
•Responsible for the coordination of communication and interaction required for
implementation of product promotions, process changes, new products, and marketing
programs regarding orders.
•Acts as a key resource to internal or external customers. Customers at risk, proactive
customer management by recommending process changes to improve customer
satisfaction.
•Responsible for monitoring customer or product trends, proactively providing problem
resolution on issues involving customers and interfacing / negotiating / problem solving with internal groups to increase customer satisfaction / delight.
•Special projects as assigned.
•Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Qualifications:

• Extensive customer service experience
• Supply chain and/or marketing experience
• SAP/Salesforce experience

Education:

• Bachelors Degree or High School Diploma with relevant work experience